Dwi Suhartanto, Brendan T. Chen, Zurinawati Mohi and Adila Sosianika
The purpose of this paper is to examine a specialty food loyalty model which includes perceived quality, satisfaction, and motivation, and to assess the model’s applicability in…
Abstract
Purpose
The purpose of this paper is to examine a specialty food loyalty model which includes perceived quality, satisfaction, and motivation, and to assess the model’s applicability in two distinct groups of customers: tourists and residents.
Design/methodology/approach
Data were collected from 455 specialty food customers in Bandung, Indonesia. Variance-based structural equation modeling (partial least squares (PLS)) was used to examine the relationship between the drivers (perceived quality, satisfaction and motivation) and loyalty according to the data presented by tourists and residents.
Findings
This study indicates that the perception of quality is an important factor affecting tourists’ and residents’ satisfaction with, and loyalty to, a product. Furthermore, this study suggests that motivation factors are important for tourists and residents in regard to developing loyalty to specialty foods.
Practical implications
This study provides a venue for retail managers and producers to improve their business performance by developing specialty foods of high quality. To improve their quality, this research suggests that managers and retailers focus on innovation based on exotic and unique traditional food reflecting the richness of local culture. To ensure their loyalty, customers of specialty foods need to be motivated by internal and external factors.
Originality/value
This study is one of the first to examine the formation of specialty food loyalty in two distinct groups of customers: tourists and residents.
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Aliana Man Wai Leong, Shih-Shuo Yeh and Li-Hui Chang
The purpose of this paper is to investigate the role of nostalgia in destination image, experiential value and their effect on subsequent behavioral intention. Nostalgic-themed…
Abstract
Purpose
The purpose of this paper is to investigate the role of nostalgia in destination image, experiential value and their effect on subsequent behavioral intention. Nostalgic-themed tourism product is becoming popular in many countries.
Design/methodology/approach
The survey used stratified sampling method to include respondents from all the nearby Asian regions. The sampling is based on the data of inbound tourists provided by the Department of Statistics and Census Service (DSEC) of Government of Macau. The questionnaire consisted of five sections of 5-point Likert scale questions: nostalgia; destination image both before and after experience; expected value; experiential value; and future visit intention. Data were analysed with structural equation modeling.
Findings
The result indicates that nostalgia plays an important part in forming destination image and experiential value before an individual had a chance to experience the destination. The destination image and experiential value share a bidirectional causal relationship that eventually contributes to future visit intention. The study also discovered that while experiential value is more effective in generating destination image, the later contribute more to future visit intention.
Originality/value
The research design measures destination image and experiential value before and after respondents had experience the destination. The distinction between destination image and expected/experiential value can be examined because the longitudinal design of research method. It also allows this study to observe how nostalgia translates to future visit intention.
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Chaang-Iuan Ho and Pie-Chun Lee
The purpose of this study is to propose a model investigating the effectiveness of travel blogs as a relationship marketing tool. Specifically, the mediating role of online…
Abstract
Purpose
The purpose of this study is to propose a model investigating the effectiveness of travel blogs as a relationship marketing tool. Specifically, the mediating role of online relationship quality (RQ) dimensions between the attributes of blogs and e-loyalty is modeled. Furthermore, the study investigates the e-loyalty to travel blogs in explaining the reader’s intention to purchase from its online retailer.
Design/methodology/approach
The subjects of this study were blog readers who had travel blog usage experiences. The online survey was conducted by one of the major portal Web sites in Taiwan. There were 288 usable responses obtained in total. The structural equation modeling approach was used to estimate the research model.
Findings
The research results indicate that information quality plays a dominant role in influencing online satisfaction and trust. The mediating role of e-satisfaction between e-trust and e-loyalty is identified, and thus the online RQ development process: information quality → e-trust → e-satisfaction → e-loyalty→ intention to buy travel products.
Research limitations/implications
Travel blogs are still effective to maintain customer relationship. However, they seem to lose interactivity and entertainment to readers.
Practical implications
Managerial implications lay emphasis on providing a completed circuit by integrating different social media to facilitate tourism information seeking.
Originality/value
This study is to develop a context-specific model of relationship marketing drivers to the travel blogosphere.
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Li-Hui Chang, Ye-Sho Chen and Hsi-Lin Liu
This study aims to use Simon’s theory of strategies to explain Ever Rich’s strategies for introducing innovation. Ever Rich is a very successful duty-free shop in Taiwan that…
Abstract
Purpose
This study aims to use Simon’s theory of strategies to explain Ever Rich’s strategies for introducing innovation. Ever Rich is a very successful duty-free shop in Taiwan that makes profits by improving airport lobby/terminals and enhancing Taiwan’s tourism brand image. This study shows a design artifact to explain Ever Rich’s strategies for introducing innovation. The design artifact is based on Herbert Simon’s classical work of Sciences of the Artificial. The design artifact is also grounded in the theories of customer service life cycle, input-process-output model of strategic entrepreneurship and docility-based distributed cognition.
Design/methodology/approach
The authors interviewed the executive management with the pre-determined 14 questions regarding resource inputs, processes of resource orchestration and outputs.
Findings
Introducing innovation requires appropriate strategies. Based on Herbert Simon’s research on “Science of the Artificial”, this case shows a design artifact of strategies for introducing innovation. The design artifact is in line with Ever Rich’s corporate philosophy, including training and education of duty-free professionals, customer-oriented services, guarantee stringent quality control of products, newness and innovation and contributions to community. The design artifact, therefore, serves as a source of discovery with benefits for knowledge-building and relationship-building that are useful for students and practitioners.
Practical implications
The success of this case and the reasons of success can be an inspiration for others.
Originality/value
A significant contribution of the paper is that the design artifact serves as a source of discovery with benefits for knowledge-building and relationship-building that are useful both for students and practitioners.
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Jen-Min Huang, Tu-Kuang Ho, Yen-Chun Liu and Yu-Hsiang Lin
– This paper aims to examine the user’s willingness of golfers toward the use of GPS navigation based on the technology readiness and acceptance models.
Abstract
Purpose
This paper aims to examine the user’s willingness of golfers toward the use of GPS navigation based on the technology readiness and acceptance models.
Design/methodology/approach
This study developed the research structure based on the theory of the technology acceptance and readiness model to address the relationship between technology readiness, perceived usefulness, perceived ease of use, user’s attitude and behavioral intention. A purposive sampling questionnaire was used in this study to investigate golf participants in Central Taiwan. In all, 245 copies of the questionnaire were issued. About 240 copies were returned and after removing the invalid copies, there were 230 valid questionnaires for a valid response rate of 95.8 per cent.
Findings
The research results indicated that technology readiness has a significant influence on perceived usefulness, technology readiness has a significant influence on perceived ease of use, perceived ease of use has a significant influence on perceived usefulness, perceived usefulness has no significant influence on user’s attitude, perceived ease of use has a significant influence on user’s attitude, user’s attitude has no significant influence on behavioral intention and perceived usefulness has a significant influence on behavioral intention.
Originality/value
The technology acceptance model has been widely used to examine user's acceptance and willingness toward computer technology or an information product. This study, hence, is based on this model to investigate the user's willingness of golfers toward golf GPS and shall serve as a reference for future golf sports promotion and device R&D.
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Carol Lu, Celine Berchoux, Michael W. Marek and Brendan Chen
The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a…
Abstract
Purpose
The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them.
Design/methodology/approach
This paper used interviews with managers and guests of 5-Star hotels in Taiwan and qualitative analysis to understand definitions and perceptions of luxury, service quality and satisfaction.
Findings
The major findings of the study were that: there were no fundamental disconnects in the respective understandings of managers and guests; however, the two groups used different language to describe luxury, service quality and satisfaction; the managers evaluated satisfaction in terms of services provided, but the guests conceptualized satisfaction in terms of value received for the price of lodging; and luxury, service quality and satisfaction were closely related in the minds of the managers and guests and were not independent constructs.
Research limitations/implications
Recommendations are made based on marketing communications theory, that is all factors identified in this study can be considered to be part of the brand identity of the hotel; local culture can introduce variables that may be outside the scope of international standards; and information on local expectations and preferences can inform advertising and public relations efforts of the hotel.
Originality/value
This study is significant because little research into luxury hotel customer satisfaction has been done using qualitative methodology, which provides a richer understanding of the experiences of the participants than can quantitative design.
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Guych Nuryyev and Jennet Achyldurdyyeva
– This paper aims to discuss visitor behaviour and net present value (NPV) of the only theme park in Turkmenistan – Turkmenbashi World of Fairytales.
Abstract
Purpose
This paper aims to discuss visitor behaviour and net present value (NPV) of the only theme park in Turkmenistan – Turkmenbashi World of Fairytales.
Design/methodology/approach
Visitor behaviour, in terms of allocating time and expenditure to different parts of the theme park, is analysed using time and cost blocks. The data from a questionnaire answered by 317 visitors are employed in the descriptive analysis of visitor behaviour. The data on visitor behaviour are also incorporated into an estimation of the theme park’s net present value, as well as its sensitivity and scenario analyses.
Findings
The results show that the park is mostly visited by young people, at the time before noon or after 4 p.m. A majority of the visitors do not spend a significant amount in the theme park. Hence, achieving positive NPV may require improved revenue growth.
Originality/value
Turkmenbashi World of Fairytales is one of few publicly owned theme parks in the world. This provides a unique opportunity to test if positive NPV plays any role in construction of a public theme park.
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Ching-Cheng Shen and Der-Jen Liu
– The purpose of this paper is to investigate the correlation between customer experience and brand equity for a homestay establishment in Eastern Taiwan.
Abstract
Purpose
The purpose of this paper is to investigate the correlation between customer experience and brand equity for a homestay establishment in Eastern Taiwan.
Design/methodology/approach
Visitors staying at Yuehetang Rural Residence (YRR) during the month of January 2013 were surveyed, and the data were analyzed using descriptive statistics, reliability analysis and typical correlation.
Findings
Visitors demonstrated a very high level of overall satisfaction with their homestay experience (4.43-4.84), especially in terms of YRR’s ability to evoke feelings of being moved or touched, and of pleasure, excitement and satisfaction. Similarly, YRR’s brand equity was rated very high (3.98-4.67). Responders particularly felt that YRR’s image of prioritizing environmental protection and the quality of its lodgings were unique sources of added value and, therefore, factors in creating its healthy brand equity, despite the fact that it was rated low in terms of visibility to homestay-hunting customers. The correlation coefficient between experience and brand equity was 0.742, indicating a high degree of positive correlation. The correlation between customer loyalty and brand equity was also quite high, followed by, in decreasing order of strength, the correlations between brand equity and the environment-friendly image, the quality of lodging, organic farming and visibility.
Practical implications
YRR’s core business value is environmental protection, a factor which, in today’s increasingly environment-conscious world, has unsurprisingly contributed heavily to its brand equity and customer loyalty. YRR and other homestay operators can utilize the findings of this paper to enhance visitor experience and their own brand equity.
Originality/value
This paper is one of the first articles in the homestay experience field that offers content that environmental protection is an important factor to brand equity. It also offers numerous theoretical and practical implications.